IT Technician 4

Case Western Reserve University, United States

Updated: about 12 hours ago
Location: Campus, ILLINOIS
Job Type: FullTime

POSITION OBJECTIVE

Working under general supervision, manage, and support information technology resources, services, and systems in Case Western Reserve University. This position will document and implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires in-depth knowledge of elevated service user areas. Excellent problem solving, technical and customer service skills. The position works with faculty, staff, and students. Although the individual may develop specializations embedded in specific areas, periodic rotations will require a level of cross training that is also expected.

 

ESSENTIAL DUTIES

  • Research, troubleshoot and resolve reported end-user issues with computers, printers, tablets, phones, software and operating systems in administrative departments. Record all ticket tracking in an IT Service Management (ITSM) system through the creation, modification and resolution of incidents and service requests. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst. Communicate to stakeholders affected by changes, address their questions, concerns, and need for information. (50%)
  • Setup, deploy and maintain workstations (physical/virtual), mobile devices, peripherals, telephony and assist with audio-visual equipment in supported areas and event venues. This includes the delivery of various equipment that has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Image and provide temporary and loaner systems on an as need basis. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (25%)
  • Monitor and communicate through various departmental electronic tools and applications. (7%)
  • Monitor and perform day-to-day maintenance for printing programs in specific areas. (6%)
  • Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. (7%)

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    NONESSENTIAL FUNCTIONS

  • Perform periodic wellness checks for common area computers and peripherals. (4%)
  • Participate in training programs. (<1%).
  • Serve on appropriate university committees (<1%).
  • May be required to provide additional monitoring and support in the absence of the team lead (<1%)
  • Perform other duties and responsibilities as assigned. (<1%).

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    CONTACTS

    Department: Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues.

    University: Regular contact with staff members in all departments in University General at all levels. Occasional collaborative contact with service departments such as Construction Management as special projects warrant. Moderate contact with prospects, faculty, staff, and guests of the university. Contact is generally to maintain information flow between University Technology and clients and to facilitate issue resolution.

    External: Occasional contact with vendors, contractors, and partners to fulfill project or service initiatives.

    Students: Infrequent student contact.

     

    SUPERVISORY RESPONSIBILITIES

    This position has no direct supervision of staff employees.

     

    QUALIFICATIONS

    Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in a related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelor's degree in computer and/or related technical field. Valid Ohio driver’s license with a good driving record. COMP TIA A+ Certification, ACMT, ACiT and additional certifications a plus.

     

    REQUIRED SKILLS

  • Demonstrated skill in troubleshooting workstation hardware, software and network issues.
  • Advanced knowledge of Microsoft Office and GSuite for Education applications.
  • Experience with client/server and hosted enterprise applications.
  • Exposure to point-of-sale systems and hardware is highly desirable.
  • Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students, and guests of the university.
  • Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
  • Excellent verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills.
  • Ability to interact with colleagues, supervisors, and customers face-to-face.
  • Ability to actively listen. Ability to respond to verbal and non-verbal clues. Ability to empathize – listening and involving yourself in what the customer is telling you about their situation.
  • Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to be flexible in order to meet the constantly changing scope and needs of the department, division and customers being served.
  • Ability to work independently, under general operational guidelines.
  • Ability to work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation; build a team identity and commitment. Being able to play the roles of team leader and team player as required.
  • Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information.
  • Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines, and solution.
  • Demonstrated creativity and flexibility in working on a diverse project portfolio with a variety of constituent groups in a fast-paced environment.
  • Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Embraces diversity.
  • Ability to meet consistent attendance.

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    WORKING CONDITIONS

    General office, lab, or other work environments. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Overtime may be required in time critical situations. The employee may be required to carry a cell phone to attend to after-hours emergencies. Limited manual dexterity required. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The employee will drive a university vehicle while on the job. This position is not eligible for the staff hybrid work program.

    In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity.  Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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    Case Western Reserve University provides reasonable accommodations to applicants with disabilities.  Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation.  Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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